The back office,
re-architected for AI
Built for the realities of regulated operations, our AI-native operating model helps work move faster, cleaner, and with greater control across mortgage, healthcare, and financial services workflows.
Compounding back-office intelligence
95%+ field-extraction accuracy on complex documents—fine-tuned models, not templates
- 80%+ straight-through processing on digital intake
- 800+ document types handled by a fine-tuned domain model
- 25 years running regulated, document-heavy back offices
Silver Globee® Winner
2026 Best Artificial Intelligence Service Provider of the Year
AI Excellence Award Winner
By Business Intelligence Group for our work on Small Language Models
ISG Provider Lens
Leader in Generative AI Services, Development and Deployment Services
ISG Provider Lens
Leader in Generative AI Services, Strategy and Consulting
NelsonHall NEAT Leader 2025
For Generative AI & Process Automation in Banking
Why it matters now
Mountains of documents. Tribal SOPs. AI bolted on after.
Buying an IDP tool or dropping an agent into the queue doesn’t fix a regulated back office. The cost, the accuracy and the compliance live in how each loan file, claim and audit is understood and resolved—work that still runs on brittle automation, sampled quality checks, and judgement that lives in your specialists’ heads. The constraint isn’t ambition; it’s a back office that can’t act on intelligence at the moment the exception decides the cost.
AI that misfires
Most
enterprise GenAI back-office pilots stall before production, 2026—industry analysis
Automation breaks on the domain exception
Rules-based automation handles the clean cases and dumps the rest on people; an agent with no domain SOP fails the exact exceptions that drive cost and risk—the thin loan file, the non-standard claim, the due-diligence flag. The model isn’t the problem—the operation around it is
Rules-based automation handles the clean cases and dumps the rest on people; an agent with no domain SOP fails the exact exceptions that drive cost and risk—the thin loan file, the non-standard claim, the due-diligence flag. The model isn’t the problem—the operation around it is
Documents the stack can’t read
80%+
of enterprise data is unstructured—documents, email, images, 2026
The exception load is born in the document
Claims, loan files and supporting documents arrive in formats template-based OCR misreads—so data is re-keyed, validations fail, and the exception queue grows. The work can’t go straight-through if the system can’t understand what arrived.
Claims, loan files and supporting documents arrive in formats template-based OCR misreads—so data is re-keyed, validations fail, and the exception queue grows. The work can’t go straight-through if the system can’t understand what arrived.
Judgement never written down
Tribal
the exception logic that runs the operation is undocumented—Firstsource operations analysis, 2026
Domain judgement lives in your specialists’ heads
The logic that clears a complex underwriting condition, adjudicates a tricky claim or resolves a due-diligence defect was never encoded—so it can’t be handed to an agent, can’t be governed, and walks out the door when someone leaves.
The logic that clears a complex underwriting condition, adjudicates a tricky claim or resolves a due-diligence defect was never encoded—so it can’t be handed to an agent, can’t be governed, and walks out the door when someone leaves.
We don’t bolt AI onto the back office. We re-architect it for AI—and run it, so intelligence actually operates.
Proof in production
Real outcomes, inside real back offices
Platforms we built where building was the right call — and operations we run to the outcome. These are the marquee back-office operations behind our document-heavy verticals.
Healthcare payer | digital intake & claims
Digital intake, straight-through by default
For a top-tier US health plan, fine-tuned vision-language extraction replaced template OCR and manual keying across paper claims and supporting documents—reading complex forms accurately and posting clean, enriched data straight into adjudication.
$10.5M saved and ~70% faster processing on the same operation, with most documents clearing without a human touch.
95%+
field-extraction accuracy
80%+
straight-through processing
~50%
lower cost per intake
Mortgage | origination & servicing
For US lenders and servicers, a fine-tuned domain language model trained on 800+ document types absorbed the classification, extraction and validation that drove the exception load—with origination, post-close and servicing orchestrated end to end on the operating system.
Document intake cleared for auto-approval at 99.4% accuracy; cycle time down sharply at a materially lower cost per loan.
50–67%
cycle-time reduction
99.4%
IDP auto-approval accuracy
~35%
lower cost per loan
Mortgage | post-close & pre-fund due diligence
Audits run with document intelligence
For lenders and investors, post-close and pre-fund QC—forensic file review, data-integrity checks and TRID audits—run with document intelligence and encoded due-diligence logic, catching defects before funding and making files investor-ready faster.
On the same operating model, a top-5 US bank unlocked ~$110M in default-servicing operations savings.
100%
of files QC-reviewed, not sampled
~$110M
servicing-ops savings (top-5 bank)
Faster
investor-ready turnaround
Kairos — the operating system
From intake to the closed file, one connected system
Document intake, processing and the domain platforms that fulfil the work, connected on one operating system, so a person or an AI agent acts with the full case picture, and every decision stays auditable for an investor, auditor or regulator. The durable core is the middle three layers; your platforms and agents sit at the edges.
Every transaction compounds the back-office intelligence, so the operation gets more straight-through and more accurate over time — governed, auditable, and yours to own, not a vendor’s to rent.
Every transaction compounds the back-office intelligence, so the operation gets more straight-through and more accurate over time — governed, auditable, and yours to own, not a vendor’s to rent.
05
AI-native operations: Agents
Digital-intake and document-classification agents, claims-adjudication and mortgage-processing agents, exception-resolution and audit agents—each pre-loaded with your domain playbooks and a governance package (controls, audit trail, override and escalation).
Varies by client
04
Domain Intelligence: Domain harness
Your domain back-office logic—underwriting and post-close exceptions, claims-adjudication and benefits rules, denial and due-diligence logic—encoded per process as executable skills that tell every person and agent what good looks like before they act. Portable across any model, runtime or platform.
Core · compounds over time
03
Organizational context: Intelligent Context Framework (ICF)
Case and document state, a 360 view of the loan file or claim pre-loaded at every step, and immutable decision traces an investor, auditor or regulator can follow—so nothing is re-keyed and the next step always starts informed.
Core · compounds over time
02
Operations intelligence: Sensors
Document intelligence on complex documents—claims, loan files, forms—using fine-tuned vision-language and domain language models beyond template OCR, process and task mining of how the work really flows, and quality and exception sensing across 100% of transactions, in flight rather than in a quarterly sample.
Core · compounds over time
01
Systems of record
The loan-origination, claims and policy-admin, EHR and revenue-cycle, and content systems that hold the work. We bring our own domain platform where it accelerates you, or augment and operate the platform you already run—modernized, or wrapped and integrated inside your cloud.
Varies by client
Where the signal becomes memory
Learn about the Intelligent Context Framework
What we engineer for the back office
Where we put technology to work across the back office—each powered by a Tech Services capability, and each behind a solution you can run, in mortgage, healthcare claims and provider revenue cycle.
Document and data intelligence
95%+ extraction | 99.4% auto-approval
Read every claim, loan file and form—fine-tuned vision-language and domain language models extract and validate complex, messy documents far beyond template OCR, with process and task mining that surfaces leakage and rework and quality sensing across 100% of transactions.
Sensor and operations intelligence
Domain decision and exception intelligence
per-domain playbooks | no vendor lock-in
Encode underwriting and post-close exceptions, claims-adjudication and benefits rules, denial and due-diligence logic as executable skills—so every person and agent inherits how your operation handles the hard cases, portable across any model or platform, and the judgement stops walking out the door.
Domain harness engineering
Audit-ready context & memory
zero re-keying | audit-ready traces
Case and document state with a 360 view of the loan file or claim pre-loaded at every step, and immutable decision traces—so the work is never re-keyed and an investor, auditor or regulator can follow exactly what happened and why.
Context and knowledge engineering
Agentic processing & workflow
straight-through processing | humans on exceptions
Origination, post-close, claims adjudication and revenue-cycle workflows—run by goal-driven agents and human+AI workflows that move work across applications from intake to closure, with people on the moments that carry judgement and regulatory risk.
Agentic orchestration
Platform modernization—bring, augment or operate
our platform or yours | agent-ready
Modernize the loan-origination, claims-admin and revenue-cycle systems onto cloud-first, agent-ready architecture. We bring our own domain platform where it accelerates you—or we augment and operate the platform you already run. Either way the operating system sits above, so the intelligence is yours.
Systems, application and data engineering
The back-office solutions this powers
The technology above runs behind our intelligent back-office solutions, deep in each vertical. Explore the ones built for your operation:
Mortgage Origination
Mortgage Post-Close
Pre-Fund & Due-Diligence Audits
Healthcare Digital Intake
Claims Processing
Claims Processing
Trust & compliance
People own the judgement. Governance is engineered in
A regulated back office lives or dies on controls. We bring the intelligence and act as the safe pair of hands that governs it—SOX, HIPAA, investor and audit obligations built into every workflow and AI guardrail, every transaction auditable, and autonomy earned per task rather than assumed.
SOC 2 Type 2
ISO 27001
PCI DSS
SOX readiness
HIPAA (US)
GDPR · CCPA
Controls in the flow
.svg?tr=f-auto)
Rules inside the work, not in a policy PDF
Approval thresholds, segregation-of-duties, investor and regulatory obligations sit directly inside the workflow and the AI guardrails, so the loan or claim is compliant before it is posted—not reviewed for compliance after the fact.
100% oversight, not sampling
.svg?tr=f-auto)
Every file reviewed, not a slice
Quality and exception sensors tag every document and transaction for accuracy, control adherence and anomalies—replacing manual spot-checks with real-time coverage across the whole operation, with an immutable trace behind each decision.
Progressive trust
.svg?tr=f-auto)
Autonomy that’s earned, not assumed
Agents start under human review and graduate to higher autonomy only as evidence earns it—HITL to HOTL to HATL—calibrated to the financial and regulatory weight of each task, with clean escalation to a person.
FULL-STACK OPERATOR
Intelligence That Operates
The signal
.svg?tr=f-auto)
Sensor and operations intelligence
The document intelligence and process mining behind straight-through processing, exception detection and 100% transaction oversight—the signals that tell the operation what to do next.
Explore the capability
The judgement
.svg?tr=f-auto)
Domain harness engineering
Your underwriting, adjudication and due-diligence logic—encoded as executable skills and guardrails every person and agent inherits, portable across any model or platform.
Explore the capability
.svg?tr=f-auto)
.svg?tr=f-auto)
How we engage
Transform, implement, and operate
Not a consulting engagement, not a lift-and-shift outsourcing contract—a single motion from operating-model redesign to agentic operations at scale, under one roof and one contract, with outcomes underwritten. You don’t re-architect the whole operation on day one; we frame the value, stand it up against a baseline, and run it to the outcome.
Transform
.svg?tr=f-auto)
Redesign the operating model
Map the work and the exceptions in your vertical, target the processes where AI changes the economics first, and frame the cost, accuracy and cycle-time at stake—a board-ready case before anything is built.
Implement
.svg?tr=f-auto)
Build AI-first, end to end
Connect the systems of record, encode your domain SOPs, controls and exception logic into the harness, stand up the sensors and context, and orchestrate fine-tuned models and agents—to production standard, against a measured starting point, not a demo.
Operate
.svg?tr=f-auto)
Run it to the outcome
Human and machine intelligence side by side, with governed autonomy and an outcomes-linked commercial model—so you pay for results, not effort, and the intelligence compounds as your durable property.
Good questions to start with
Is this shared services across finance, HR and IT?
No. This is domain-specific back office in regulated, document-heavy operations—mortgage origination, post-close and due diligence; healthcare digital intake, claims and provider revenue cycle—where the exception logic and the compliance carry real weight. We go deep in a vertical rather than running generic, horizontal shared services.
Isn’t this just IDP or RPA with a new name?
No. Document processing reads a document; robotic automation clicks a fixed path. Both handle the clean cases and break on the exceptions that drive cost and risk. We re-architect the operation for AI—document and process sensors that understand what arrived, a context layer that carries the case, your domain logic encoded as executable judgement, and governed agents that act — so the exceptions resolve too, and the operation gets more straight-through over time.
Do we have to adopt your platform, or can you operate ours?
Either. We bring our own domain platform where it accelerates you—in mortgage and in payer digital intake, for example—and we equally augment and operate the platform you already run. The operating system (Kairos) sits above whichever you choose, so the intelligence compounds as your IP, portable across any model or platform.
Do you build or fine-tune the AI models yourselves?
Yes, where it’s part of the solution. Our domain back-office solutions include our own fine-tuned models—a domain language model trained on 800+ mortgage document types, and vision-language models for claims and forms intake. We don’t pre-train foundation models from scratch; we fine-tune and evaluate them on domain data and operate them in the workflow—and we do the same on your data as your data services partner. See AI Data Services.
How do you keep an AI-run back office compliant and audit-ready?
Compliance is structural. Approval thresholds, segregation-of-duties, investor and regulatory obligations (SOX, HIPAA, GDPR, CCPA where they apply) sit inside every workflow and AI guardrail; every transaction is tagged and carries an immutable decision trace; and agents earn autonomy progressively—HITL to HOTL to HATL—with clean escalation to a person, rather than acting unsupervised.
What does an AI operating system mean for the back office?
It means your document, claims and mortgage-processing agents act on one case context, your encoded exception logic, and document and process intelligence—so work runs straight-through instead of through disconnected tools. That’s what lets the back office compound as your own intelligence.
INSIGHTS
Latest from the Firstsource team
Insights from the field, real operations, real outcomes, and perspectives from the people making it work in live operations.
Case Study
Building a strong foundation for growth: how a leading dental plan transformed operations with strategic partnership
Discover how a leading dental plan partnered with Firstsource to transform operations, reduce costs, improve CSAT, and enable scalable growth through AI and a hybrid delivery model.
Contact us
Join the movement as we compound domain intelligence, and take accountability for clients
Your capability, deployed inside the world’s most demanding regulated operations and run to an outcome by our pods. With Kairos above, the client’s IP compounds while your capability stays in the workflow. Let’s make it happen together.